HelpDesk

With Artologik HelpDesk, it is easy to handle both in-ternal and external support issues. All customer com-munication, answers, comments and questions are sa-ved in the program, so that knowledge and experience within the organisation can be used even more effec-tively.

7Artologik HelpDesk is a simple but powerful web based program for managing support. ”Web based” means that the program only has to be installed once – on a web server – in order to be available to all au-thorized users via an internet address. All information, as for example contact information, e-mail correspondence and previous solutions are thus collected in one place and accessible wherever users are.

HelpDesk can be adapted to an organisation’s specific needs for tick-et handling with self-defined forms, a question pool and standardized answers. All previously handled tickets are saved in a searchable da-tabase, so the system ”learns” over time. Once a solution has been entered into the database, anyone can view it and use it to resolve their problem.

The software contains an FAQ for which it is possible to choose which questions and answers should be visible. In the FAQ, the customers can search answers before registering a ticket for the support team. In this way, customers can get answers faster and the workload for the support organisation is reduced.

• Thanks to an adjustable reminder system, tickets will not ”get lost in the crowd”. • Since customers can also log into the system – if you wish – the availability for the customer increases, at the same time as the work load for the support staff lessens. • All previous tickets are gathered in a database which in time becomes a great knowledge resource. • All tickets and customer communication is saved, including e-mail correspondence, and it is easy to go back to see how previous tickets was handled. • HelpDesk is adjusted to each organisation with question forms, user roles, and more. There are also Web service functions which allows you to connect other systems to HelpDesk.

• Several reports give you statistical overviews which in turn can serve as indicators of where efforts needs to be made, as for example improve support routines, adjust product develop-ment and offer training.

• HelpDesk is web based, which means it can be reached wherever and wherever. All you need is an internet connection and a web browser.

PRODUCT SHEET

Seven advantages with HelpDesk

Working in HelpDesk

It is easy to limit who have access to Help-Desk. The software can be easily integra-ted with an organisation’s intranet and linked to from an external web site so that both customers and staff can find it. All users log in, normally using a unique user name which makes it possible for them to follow their tickets. If your organisa-tion has a public HelpDesk where anyone should be able to search for solutions or ask questions, a user name can be crea-ted for an anonymous user role, with the customer then entering the contact details required as part of their ticket.

Register a TicketA ticket can be registered using one of se-veral methods. The easiest way is for the customer to use the form in HelpDesk to register the ticket. It is also possible to use a so-called ”external ticket form”, which can be integrated on your own web site to facilitate for customers to register tick-ets without logging in. Another option is to allow tickets to be registered automa-tically from an incoming e-mail, according to given rules. Tickets can, of course, also be entered by an operator who receives the ticket by phone, e-mail, fax, etc, and then register it in the system. With a form created especially for the object in ques-tion, all information necessary to handle the ticket is collected during registration. Each ticket receives a number which both the customer and support staff can use to track the ticket.

Quite often the operator can answer a question immediately without having to take further action. The ticket can then be closed immediately on registration, avoi-ding the necessity for another operator to handle the ticket. In this way un-necessary work can be avoided, at the same time as small matters do not risk getting lost in the handling process.

Take or Delegate a TicketWhen a ticket has been registered in HelpDesk it is displayed in the ticket list. The administrator can set so that opera-tors qualified to take care of the ticket will be notified by e-mail. The operators can choose to take the ticket or delegate it to another operator. It is also possible to take over a ticket directly from another opera-tor, for example if someone on the team is absent.

The ticket list is configurable by each ope-rator, so that he or she can display their own personalised ticket list.

Once the ticket has been taken by an ope-rator, they can start working with it. Any actions taken or required are documented by the software. The list of actions to be performed creates an easy to follow ”to-do” list. All actions which are created, all communication between the operator and customer by e-mail, and all other informa-tion concerning the ticket, is saved in the ticket form and easily accessible. The ope-rator decides to what extent the customer should be able to follow the ticket, or see actions, ticket priority, etc. In HelpDesk it is possible to create customized sub-sta-tuses. During the ticket handling the ope-rator can change the status to show how far the ticket has progressed.

Close a TicketWhen the ticket has been resolved, it can be closed. If the answer has been previo-usly saved as a standard solution, this can be inserted directly into the ticket form. The administrator creates standard re-sponses to frequently recurring questions, which simplifies ticket handling and leads to shorter handling times. On closure of a ticket it is possible to choose whether to send the customer a message explaining the solution, in whichthe support member can insert fields such as the ticket descrip-tion, actions and solution.

You finalise the ticket by choosing whether it should be added to the FAQ. In the FAQ, the customers can themselves search for answers before they register a ticket in the support system. If you choose to add the ticket to the FAQ, you can edit the content before it is saved.

Follow-upHelpDesk contains a series of reports and ticket statistics. These reports and statis-tics can be used to assess where action should be taken in order to prevent un-ne-cessary support queries, to improve sup-port routines, or see where education or information are required.

The different roles in HelpDesk

Everyone entering HelpDesk to search for answers, create tickets, or work with tick-ets must log-in to the program. Each user logs in as one of six user roles available in HelpDesk. The access rights for each role are decided by settings made by the ad-ministrator. Three of these user roles are external roles, available to the customers receiving support, and three are internal roles, available to the support staff hand-ling tickets and administrating the system.

External RolesAnonymous user: A role able to anony-mously search the FAQ and register new tickets. If anonymous users register tick-ets, they must enter contact information to enable support staff to reply to their ticket.

Organisation user: This may be a custo-mer or other user who has the need to register tickets in HelpDesk. The organi-sation user can also search the FAQ for answers.

Organisation administrator: The organisa-tion administrator can register tickets, but who also has an overview of the whole or-

ganisation’s tickets and who can adminis-trate information within their organisation.

Internal RolesTelephone operator: A user within the support organisation who receives tickets via phone/fax/e-mail and then registers them in HelpDesk. The telephone opera-tor also has the right to view all tickets, and can therefore inform customers about the status of a ticket, or help them search for a solution.

Ticket operator: A user within the sup-port organisation who receives, handles and delegates incoming tickets in Help-Desk. Ticket operators have access to all saved information in the database relating to tickets.

Administrator: A user who administrates all information and the access rights for the other users. The administrator crea-tes objects, adds and removes questions and standard responses in ticket forms, creates priorities and configures e-mail settings. It is the administrator who adds new users and determines the user roles

and access rights relating to the creation, editing and viewing of information in Help-Desk.

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The role of the Administrator

The administrator has the main responsi-bility for the program and creates the ba-sic settings before HelpDesk is first used by the support team.

It is the administrator who creates the ob-jects – the items on which the organisa-tion gives support – and connects them to customers and support personnel. The administrator is also responsible for ques-tions and standard responses being con-nected to the objects.

The administrator creates priorities and sets the customers’ rights relating to pri-orities. Customers may be allowed to see the priority, to choose to set the priority themselves when registering a ticket, or

even to be forced to choose the priority during the registration process.

Some Administrator Tasks:• Add users, objects and organisations• Create a ticket form for each supported object • Create questions for the ticket forms• Decide when and to whom reminders should be sent• Formulate suitable standard responses• Adjust texts and terms used in the pro-gram to suit the organisation’s own way of working• Tailor a priority system• Generate reports and statistics on ticket handling• Configure e-mail settings

News function: Inform users of shutdowns or other information directly on the welcome page.

Artologik HelpDesk contains several built-in report generators to make it easy to extract statistics for follow-up and evalua-tion. With help from the reports, recurring support issues can be prevented, edu-cational efforts can be targeted and staf-fing can be planned to get the best from available resources. The reports generate statistics relating to both tickets and ticket handling. When editing a report you can make settings for what selections to use, if the report should appear grouped, who shall have the right to review the report and which period of time it will be displayed.

Handling TimeThis report is used to compile data on the processing time of tickets based on diffe-rent criteria; for example, how long each ticket has taken to resolve, or how many tickets were solved in a given period. The time can be calculated from the time of registration to closure of the ticket, from registration until it is handled by support staff, or from handling to closure. These reports can be generated to take into ac-count the opening hours of the support desk, or a variety of self-defined time in-tervals.

Volume ReportThis report shows the number of tickets and distribution for the grouping you have selected. If you, for example, select ”Ob-ject” as grouping, the report will show the

number of tickets per object, and each object’s percentage of the total number of tickets.

Ticket ListThis report permits printing or exportation of selected information from the ticket list; for example, which tickets a certain ticket operator has handled and closed in the last month, or which support questions a specific object generates. This report is useful when improving routines.

Ticket VolumeThe Ticket volume report generates sta-tistics relating to peaks and troughs of demand for the support organisation. The information about when most tickets are registered can be viewed over a period such as a day or a month, and is useful when planning staffing levels.

Ticket HistoryThe “Ticket history” report allows you to get information on what has been done on a selection of tickets.

Follow-up and evaluation: ReportsThe system that adapts

It is the administrator for each organisation that creates the structure in HelpDesk, making it possible to adjust the program to many different types of businesses. HelpDesk suits everything from small or-ganisations with small numbers of tickets and only a few support staff, to large com-plex structures with ticket handling in se-veral lines. Since HelpDesk is multilingual, it is no problem if your organisation has personnel stationed worldwide. You can all work in the software!

Suits Different Types of Ticket HandlingHelpDesk is a versatile program and can be used for different types of support and ticket management. At the moment the program is used in various ways, from IT-support to handling personnel mat-ters. Since the administrator is the one structuring the program according to the type of ticket management to be perfor-med, it is possible to adapt the program from the ground up. For example by ad-ding objects, formulate ticket forms and support structure. HelpDesk is therefore equally adaptable and flexible as a tai-lor-made program.

HelpDesk contains both a knowledge database and an FAQ (Frequently Asked Questions) to store previously created so-lutions so that they are easily accessible to both support personnel and customers.

Becomes More Intelligent with TimeAll solutions are saved in a searchable da-tabase, to which support personnel and customers have constant access, and the number of solutions grow over time. This leads to shorter handling times because no question should have to be answered twice.

Knowledge DatabaseAll solutions are saved in the knowledge database, which is searchable by support personnel when a new ticket is registered, or while working with a ticket to check if there is already a solution documented for a similar ticket.

FAQWhen a ticket is closed, the operator handling it can choose to save the solu-tion in the FAQ. The administrator then have to approve its publication in the FAQ. The FAQ is available for customers to search before they register their ticket

and can therefore help them get a quicker answer whilst also removing some of the workload from the support team. It is pos-sible to create tickets directly for the FAQ.

Different FAQ lists can be created for dif-ferent customer organisations. Each list will then only contain tickets relating to that particular customer, making the FAQ both more relevant and more secure for customers.

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Knowledge database and FAQ

Extra plug-in functions

Another way to adapt the program to an organisation’s particular needs is to complement HelpDesk with add-on func-tions. These functions come as plug-ins which makes them fast and easy to integrate with the main software. Add the functions which can make your ticket handling even more efficient!

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HD-Advanced is a plug-in for those who have a complex support organisation and want to rationalise the support lines. HD-Advanced offers possibilities such as delegation of tickets on multiple levels, SLA handling, ticket classification, crea-tion of standard tickets and the linking of related tickets. All designed to make even better use of resources and simplify the process for both customers and staff.

In HD-Advanced the support organisa-tion can be structured on multiple levels by organising the support personnel into support groups. The administrator can then choose which support group should handle a ticket, depending on the object or object group to which the ticket belongs, or from which organisation or organisation group the ticket comes. It is also possible to set the delegation order between diffe-rent groups. In this way a more structured way of working is created, increasing the level of service given to customers, whilst at the same time lowering the workload on the support organisation.

SLAHD-Advanced helps with SLA (Service Level Agreement) management and com-pliance. The time limits agreed for ticket handling for a given customer organisation can be set within the program. It is also possible to sort the ticket list on the basis of SLA times for a better overview of the order in which tickets should be handled.

Child TicketsIf you need help solving a part of the ticket, you can create a child ticket and delega-te it to another operator, while you are still handling the original ticket and taking care of the customer contact.

Standard TicketA standard ticket is a template for re-curring tickets. Standard tickets contain ready-made ticket descriptions and ac-tions, which simplifies both the registration process for the customer and the ticket handling process for the operator.

Quick-case TicketsUsing quick-case tickets is a way to facili-tate the handling of tickets that are closed immediately upon registration. In that way you can make sure that also these tickets are included in the statistics.

Linked TicketsIn HD-Advanced it is also possible to use linked tickets, where related tickets with the same cause can be linked together. All of the linked tickets can then be resolved, and the customers notified, by resolving and closing the main ticket.

ClassificationClassification is done by creating a num-ber of classification questions which are shown for all tickets. Classification ques-tions can then be used for selecting data for both reports and searches.

Hierarchic Object StructureHD-Advanced lets you create an object hierarchy with an unlimited number of le-vels.

HD-Advanced: Advanced ticket handling

HD-Map: Map function

HD-Track: Product register

This plug-in makes it possible to mark distances or areas for a ticket on a map (Google maps). The function can be used for different types of tickets demanding specification of a location, as for example permissions of different kinds. The user simply marks the area he or she wishes to discuss.

There are different marking tools for de-fining a map area; draw a rectangle, a circle, a shape or a line. Apart from seeing

the marked area for the specific ticket, ticket operators can also choose to show other tickets in proximity during a certain time period. Marked areas are shown in different colours: green for on-going, red for finished and blue indicating the work have not yet started. By clicking the icon for the marked areas ticket operators can see information about the different tickets in a pop-up window.

By connecting questions to the objects,

as for example date: ”When will your pro-ject start/finish?”, the answers can be used as a selection criteria. If no questions of this kind is being used, expected start/end date can be used, or the ticket regis-tration date.

The Map report allows you to make se-lections and show tickets on a map, as for example tickets registered on a certain date or during a certain time period.

Complete HelpDesk with a product re-gister to track which articles or products each individual support client has. A pro-duct can be anything on which support is given; for example, a product, services, activities, people, places and much more. The product register can be imported to HelpDesk in XML format.

HD-Track allow you to get an overview of all articles on which support is offered, and thereby evaluate and rationalise ad-ministration. The reports from HD-Track are useful when organising the support department’s resources by identifying the products needing the most support.

Statistics give a detailed picture of the causes of issues handled by the support team, which can be used to direct product development towards eliminating com-mon problems and improve products that requires a lot of service.

It is easy to create connections between product and customers, to get a good picture of customers’ support history. Customers’ reviews about your products

can be followed and thus creates a good overview of relations with each customer. Customer relationships can be nurtured through training and information efforts. Information from reports and support data can be used as basic data so that activi-ties are correctly targeted.

Advantages of HD-Track:• An overview of all products in service to optimise their management• Link certain products to specific custo-mers• Detailed information about the causes of questions and problems handled by the support team• An overview of product and customer support histories shows which require the most support resources• Organise the resources of the support department according to the products which require the most support• Reports and support statistics enable product development to be better mana-ged in order to improve key products and avoid common problems• Information based on reports and sup-port statistics can also form the basis for

training or information campaigns• You can create product questions to be answered when a product is linked to a ticket.• The Product report lets you display infor-mation about the products.

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HD-TIME: Records support time

With HD-TIME it is possible to register time in your support software. HD-TIME is a connection between HelpDesk and the time registration program TIME which al-lows you to record support time – actual time spent on a ticket – in order to get ac-curate statistics and/or charge the custo-mer for the time spent.

The time spent on a ticket can be ac-counted for in detail, down to the minute. In TIME you can then create invoice de-tails and invoices. The time registration is handled in a smooth and easy way directly in the ticket form or at an action. It is pos-sible to see the registered time in the ticket form on a ticket or on separate actions.

HelpDesk controls TIMEHelpDesk is the application which is in control. When a new customer is created in HelpDesk the data is copied to TIME where the customer will also appear. If the new customer is connected to an existing customer the information from HelpDesk will overwrite the information in TIME for the specific customer. In TIME you can also choose if a new project shall be crea-

ted per customer object or per customer.

TIMEIn order for HD-TIME to work you need the software TIME, apart from HelpDesk and HD-TIME. TIME is, just like HelpDesk, a user friendly and web based program. Read more about TIME on our web site www.artologik.com.

• Information based on reports and sup-port statistics can also form the basis for training or information campaigns• You can create product questions to be answered when a product is linked to a ticket.• The Product report lets you display infor-mation about the products.

HD-LDAP: Catalogue services

HD-LDAP makes the administration, handling and validation of users easy. It is possible to create a user environment with ”single sign-on”, integrating the HelpDesk and Windows log-ins and thereby making the entire log-in procedure automatic.

A connection to the directory service (Active Directory) lets you avoid double administration as user information is auto-matically updated from a single directory. Regardless of whether information is ad-ded or changed in HelpDesk or any other

Artologik program using the same regis-ter, the information is updated in each program.

ConfigurationThe configuration is made by an interface to which only one user in the system has access. In this interface search strings and log-in data can be set for the data source. It is also possible to define one or more import catalogues from which the users should be imported.

Checklist for program features

GeneralHelpDesk

HD-Advanced

HD-TIME HD-LDAP HD-Track

Web-based ü ü ü ü üMultilingual (English, Swedish, German and Spanish) ü ü ü ü üHelp texts in the program, specific for each user role ü ü ü ü üForum-/news-functionality ü ü ü ü üUser defined welcome page for each user role ü ü ü ü üImage Archive - e.g. upload logo to use at the welcome page ü ü ü ü üConnect object (type of tickets) to customer and operator ü ü ü ü üEnter opening hours (for calculation of processing time, SLA, etc.) ü ü ü ü üObjects (type of tickets) in multiple levels üDivide the operators in support groups üSLA ü

Ticket registrationHelpDesk

HD-Advanced

HD-TIME HD-LDAP HD-Track

The customer logs into the program and register himself/herself ü ü ü ü üOperator registers for the customer ü ü ü ü üManual registration by incoming e-mail ü ü ü ü üAutomatic registration (according to rules) based on incoming e-mail ü ü ü ü üOn-line registration form on an external website ü ü ü ü üTicket form questions, specific for each ticket type ü ü ü ü üThe ability to set required questions ü ü ü ü üThe ability to attach a file ü ü ü ü üThe ability to create a new customer at registration ü ü ü ü üThe ability to close the ticket directly at registration ü ü ü ü ü

Ticket registrationHelpDesk

HD-Advanced

HD-TIME HD-LDAP HD-Track

Start with standard ticket (template for a typical ticket) ü”Quick-case” – templates for tickets that may be closed directly after registration

ü

Alerts / RemindersHelpDesk

HD-Advanced

HD-TIME HD-LDAP HD-Track

Monitoring of incoming tickets via pop-up window ü ü ü ü üE-mail reminders for incoming tickets ü ü ü ü üSelect desired headings in the list of tickets and sort by desired heading ü ü ü ü üMake your own selections and filter the ticket list to display desired tickets

ü ü ü ü ü

Ticket ManagementHelpDesk

HD-Advanced

HD-TIME HD-LDAP HD-Track

Enter alternative contact persons for a customer ü ü ü ü üStandard replies, specific for each ticket type ü ü ü ü üDocumenting activities ü ü ü ü üChange status while ticket is handled ü ü ü ü üTo-do list ü ü ü ü üDocument solution ü ü ü ü üSend/receive e-mails from within the ticket ü ü ü ü üAll e-mail concerning a ticket is gathered in the ticket itself ü ü ü ü üAttach files to the ticket ü ü ü ü üEnter expected start date ü ü ü ü üEnter expected end date ü ü ü ü üSet priority ü ü ü ü üSee ticket history - logging the actions for a handled ticket ü ü ü ü ü

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Checklist for program features

Ticket ManagementHelpDesk

HD-Advanced

HD-TIME HD-LDAP HD-Track

Delegate the ticket to another operator ü ü ü ü üDelegate the ticket to another support group üDelegate part of the ticket to another operator üGet information on the ticket SLA deadlines üConnect tickets that have the same cause üClassify tickets üRegister time spent on handling the ticket üGenerate invoice data for registered time üConnect articles from the article register to the ticket ü

E-MailHelpDesk

HD-Advanced

HD-TIME HD-LDAP HD-Track

E-mail to a closed ticket reopens the ticket ü ü ü ü üMultiple email addresses to the system ü ü ü ü üE-mail signature for each user ü ü ü ü üE-mail confirmation to the customer at registration ü ü ü ü üThe ability to send an automatically generated e-mail when closing a ticket

ü ü ü ü üTemplates for e-mail confirmation, and the e-mail sent when closed ü ü ü ü üE-mail addresses linked to support groups ü

Knowledgebase / FAQHelpDesk

HD-Advanced

HD-TIME HD-LDAP HD-Track

Support staff can search among all the tickets ü ü ü ü üCustomers can search the FAQ ü ü ü ü üAdding an ticket to the FAQ when it is closed ü ü ü ü ü

Knowledgebase / FAQHelpDesk

HD-Advanced

HD-TIME HD-LDAP HD-Track

Create a ticket directly for the FAQ ü ü ü ü üMake the FAQ search be available public ü ü ü ü üGroup FAQ-tickets in FAQ-lists ü ü ü ü üMake FAQ-lists available public ü ü ü ü üConnect FAQ-lists to certain organisations ü ü ü ü üTranslating the FAQ tickets to multiple languages ü ü ü ü ü

ReportsHelpDesk

HD-Advanced

HD-TIME HD-LDAP HD-Track

Handling time ü ü ü ü üSLA report üVolume report (number of tickets and distribution) ü ü ü ü üTicket list (export of the desired ticket data) ü ü ü ü üTicket volume (graph over time) ü ü ü ü üTicket history (see what has been done on a selection of tickets) ü ü ü ü üMake your own selection and groupings, and save these ü ü ü ü üAccess management (also for customers) ü ü ü ü ü

User ManagementHelpDesk

HD-Advanced

HD-TIME HD-LDAP HD-Track

Create a new user during ticket registration ü ü ü ü üImporting users from file ü ü ü ü üImporting users from directory service ü

Artologik – smart cloud services which save time

We believe in intelligent simplicity and have a vast experience of Cloud Computing Services. Through the years we have developed a program line created in order to make your work easier and save time. The Artologik series consists of five programs.

EZbooking is a web based booking system that gives a great overview. This is a program perfect for all of the organi-sations internal bookings.

ProjectManager gives you control over your projects, from planning to accounting. It is also easy to generate reports for follow-up and evaluation.

HelpDesk is the support software that simplifies and streamline your internal and external support, service and ticket management – via the web.

TIME is a user- friendly program for those who want to manage, evaluate and report time in a simple way. And for those who want to save time!

Survey&Report is an advanced but yet user-friendly survey tool which makes it fun and simple to create evaluations, ex-aminations and reports.

Voices about HelpDesk

”The Artologik Helpdesk system allows us to effectively support our wind tunnel systems customers. Its web interface en-sures that all information relevant to a support request is entered by the user, logged queries are then visible to any available support engineer. The HelpDesk reporting capabilities help us keep track of ongoing support requirements and prioritise them.”Maximiliano Lotto, Programme Manager, Cosworth

”The user-friendliness and simple structure of Artologik HelpDesk has made it possible for us to increase the availability and service level on our new HD department.”Anna Strömblad, ABB

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Artisan Global Media, Videum, S-351 96 Växjö, Sweden Tel: +44 20 34 55 03 89 (UK) / +46 470 53 85 50 (Sweden)

Web site: www.artologik.com Email: info@artologik.com

Sales contact:

France Tel: +33 183 79 00 08Germany Tel: +49 69 12 00 67 30

Spain Tel: +34 911 86 88 29Try the Artologik programs for free on www.artologik.com

Technical requirementsIf you rent the program, all you need is a web browser. When purchasing a license the program has to be installed on a Windows Server.

Web browser- Internet Explorer version 9.0 or 10.0- Mozilla Firefox version 3.5 or later- Google Chrome version 6.0 or later

Rent HelpDesk Primarilly we offer you to rent our products. We guarantee an availability of 99,9%. All costs are included in the rent, as for example license, hosting, technical support and version upgrade (read more under the headline Support and Warranty). The shortest period to rent our software is six (6) months and the period of termination is three (3) months.

Purchase a license for own installation The web server has to fulfill the following requirements: Operating system: Windows 2008 R2, 2008 or 2012Disc space: 10 GBRAM: 2 GBData base: MS SQL Server or MS SQL ExpressWebserverprogram: IIS 6 or later

Current technical information is also available on www.artologik.com.

License Sizes The size best suitde for your organisation depends on its complexity. Contact us if you are unsure which license you should choose. We can then, together, come up with the size that best fits your needs.

Available License Sizes:Light: Max 2 operators/administrators.Standard: Max 5 operators/administrators. Enterprise: Max 10 operators/administrators.

Extra pack: Extra operators/administrators in pack of 5 can be bought as required. Extra pack is only available for the Enterprise license.

Prices Rental License HelpDeskThe set-up fee is 180 €. A rental licenseincludes both free technical support and updates:

Monthly Fee Light: 80 €/month Standard: 160 €/month Enterprise: 270 €/monthExtra pack (5 oper./admin): 40 €/month/pack

Purchase License HelpDesk Light: 900 € Standard: 2 250 € €Enterprise: 4 500 € €Extra pack (5 operators/admin): 900 €/pack

Plug-ins

HD-AdvancedSize Rental PurchaseLight: 30 €/month 500 € €Standard: 60 €/month 1 000 € €Enterprise: 120 €/month 2 000 € € HD-TrackSize Rental PurchaseLight: 30 €/month 500 € €Standard: 60 €/month 1 000 € € Enterprise: 120 €/month 2 000 € €

HD-TIME Size Rental PurchaseLight: 30 €/month 500 € €Standard: 60 €/month 1 000 € € Enterprise: 120 €/month 2 000 € €

HD-Map Size Rental PurchaseLight: 25 €/month 350 € €Standard: 45 €/month 750 € € Enterprise: 90 €/month 1 500 €

HD-LDAP Size Rental PurchaseLight: 25 €/month 350 €€Standard: 45 €/month 750 € € Enterprise: 90 €/month 1 500 € €

All prices are excluding VAT. All prices are subject to alteration. You can find the current priceson our website www.artologik.com.

Support and WarrantyHelpDesk is easy to use but there may still arise some questions. If you encounter technical problems related to the software itself, you can search for answers in the FAQ of our own HelpDesk at: http://helpdesk.artologik.net.

When you buy an Artologik program you alwaysget a one year warranty (starting from the invoicedate) for all the promised functions. You can alsopurchase a complete service agreement that runs on an annual basis. There are service agreements for both HalpDesk and its plug-ins. For complete price information, please visit: www.artologik.com

A Service Agreement Includes:• Permanent access to the latest version of the

software • Free technical support over the phone• Free technical support via e-mail • Free technical support from our helpdesk within

one working day• A program functionality warranty• An upgrade warranty – only pay the price

difference when changing to a larger license

Prices for Service Agreement – Annual Basis

With a Rental LicenseA service agreement is included in the rental fee.

With a Purchase LicenseLight: 150 €/yearStandard: 450 €/yearEnterprise: 900 €/yearExtra pack (5 operators/admin): 150 €/year

TrainingIn order for you to get started with the program quickly we offer training sessions. Choose between half day or full day. Modern technology also enables us to have training online. Learn more on www.artologik.com.

Would you like further information? On our web site www.artologik.com you find further information about the software. There you can also order a trial site.

You are always welcome to contact us with any questions regarding our software.

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General information about the program